1. Does the length of a prospective patient’s initial call determine whether an appointment is made? Laura R. Tilley

2. Project Background: 95% of office revenue is generated from new patients making an appointment and purchasing hearing aids. Every prospect call costs approximately $600 (based on advertising, etc.). Data Collection: Source of Data: Third party company that listens to every call to determine if the caller is a new patient prospect. All new patient prospect calls are given a score. Additional data is recorded, including length of call (LOC) and whether the caller makes an appointment (conversion). Duration: Three months of data over three of my busiest offices. Possible Usage of Results: If there is a LOC that generates more conversions, then I can use this to take action in my offices. I can coach my front office staff so they can book appointments more often resulting in more sales opportunities, thus increase revenue.

3. LOC and Conversion Rate Score of Call and Conversion Rate

4. Practical Conclusions For appointments to be made, the patient care coordinator (PCC) needs time to spend on the phone with prospective patients (5 minutes uninterrupted). Change workflow to allow PCCs to maximize time with prospective patients (e.g. utilization of central call center). These changes would be implemented along with best practices as pulled from high scoring calls.